Deliver Banking Experiences that foster Customer Trust

Track evolving customer needs seamlessly and drive profitability

Enabling Leading Banks Around The World To

Deliver Delight

Customer Journey Mapping
Predictive Insights
Omni-Channel Framework
Flexible Integrations

Customer Journey Mapping

Adopt A Journey-Based Approach
CloudCherry is the first Voice of Customer solution to adopt a journey-based approach to customer experience in banking.
We help banks map customer journeys across multiple touchpoints – online banking, mobile banking, in-branch and more – and capture real-time data to precisely understand customer behavioral trends.

Map Macro And Micro Journeys
Map micro and macro journeys that your customers take to record every single customer interaction. Switch from macro to micro journeys to investigate how your bank can handle interactions more tactfully.
Get a clear understanding of how the customer perceives his/her experience with your bank across various stages of the journey.

Discover Pain Points Through Journey Analytics
CloudCherry’s Journey Builder solution enables banks to not just build end-to-end customer journeys but also identify the inhibitors of a smooth omni-channel experience.
Find out why customers take too long to make payments, set accounts, or get an issue resolved with a service rep. Uncover pain points related to specific customer actions that happen across multiple channels.

Predictive Insights

Predict Customer Behaviour With What-If Scenarios
CloudCherry goes beyond telling you what customers want today. Use what-if scenarios to predict financial returns of customer experience strategies.
What is the incremental revenue you gain by working on ‘customer requests handling time’ and improve it by 15%? View different scenarios to prioritize and drive investments that positively impact customer experience.

Derive Correlations Between Drivers Of Loyalty
With CloudCherry, leverage path analysis to identify critical drivers of customer loyalty, understand the correlations between them and establish causation.
Does ‘staff behavior’ have the maximum correlation with high NPS ratings? What factors drive higher staff behavior ratings? Anticipate churn and proactively address customer issues with our churn predictor solution.

Discover Customer Sentiment With Deep Learning
CloudCherry helps banks use deep learning and machine learning to analyze sentiment behind customer conversations. Monitor customer reviews on social platforms and comments on open-text responses to bucket the sentiment as positive, negative, or neutral.
Choose between various technologies – IBM Watson, Azure ML and CloudCherry’s own proprietary deep-learning algorithm – for customer sentiment analysis.

Omni-Channel Framework

Run Unlimited Surveys Across Multiple Touchpoints
CloudCherry empowers banks to run any number of customer surveys across various touchpoints. Leverage website, email, IVR, tablet, in-app, or pop-up surveys to engage with customers and collect contextual feedback.
Our omni-channel framework enables customer experience heads to work with larger data sets to derive actionable insights.

Bring Data Into A Centralized Platform
The feedback collected across CloudCherry’s engagement channels is brought into a centralized dashboard. It enables banks to look at customer data holistically, create effective omni-channel experiences, and seamlessly integrate digital (website, online banking) and physical channels (branches, contact centers).
This also eliminates silos and the need to manually bring data from different touchpoints together.

CustomizeOmni-Channel Surveys On Questionnaire Builder
CloudCherry allows banks to create and customize omni-channel surveys on its Questionnaire Builder. Select from different question types (ratings, multiple-choice, yes/no, etc.), set flexible conditions for questions and assign tags to questions.
Use our drag-and-drop feature to effortlessly create, modify, delete, and reorder questions.

Flexible Integrations

Get A Holistic View Of The Customer
With CloudCherry, banks can easily integrate experiential customer data with different exclusive data sets – behavioral, transactional, observational, and experiential – into a single platform.
Our integrations help sales, marketing and CX teams generate deeper insights and also build organizational alignment around the customer experience.

Drive Effective Loop Closure
CloudCherry empowers banks to action customer feedback through integrations. Drive effective feedback loop closure by integrating with your CRM or ticketing platform.
Raise customer responses as tickets, assign them to agents who then initiate follow ups and close the feedback loop.

Run Personalized Marketing Campaigns
Our integrations help banks drive their marketing efforts. Integrate with various leading marketing platforms to create contextual marketing campaigns for different customer groups.
Extract data on customer groups from CloudCherry, export it to your marketing platform and run personalized campaigns on deals, offers, and more.

Calculating experiential ROI for DBS Bank is possible through

Customer Journey Mapping

“We’re trying to become embedded in our customers’ lives through our journeys. Adoption must go up, cost of acquisition must go down, and the cost of the transaction must go down. All these costs fall off from how you designed your journey and your delivery processes. Looking across all the journeys, you need to understand the cost of keeping your customers engaged. This is how you determine whether your customer experience is impacting results across the entire journey.”

Regional Head Customer Journey Experience

Raju Nair

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